Case Study: Ricoh cuts maintenance costs and improves customer service with Oracle Service Cloud

Ricoh Reduces Man-hours to Maintain Frequently-Asked-Questions Content, Cuts Overall System-Maintenance Costs by 40%, and Improves Customer Service

Ricoh, a leading imaging and solutions company established in 1936, needed to bring together separate FAQ systems for customer inquiries, product pages, and repair requests into one knowledge-management platform. It also wanted to keep FAQ content current, give customers faster online answers, and let sales representatives access centralized information anywhere.

Using Oracle Service Cloud and Oracle Consulting, Ricoh migrated its disparate FAQ systems to a centralized platform in just three-and-a-half months without customization. Oracle Service Cloud helped Ricoh cut overall maintenance costs by 40%, reduce FAQ content from more than 10,000 items to less than 7,000, and improve customer service through mobile access and online self-service.

Ricoh

Eiji Shinohara

General Manager, Sales and Service Process Transformation Department